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| Job Location | Chennai |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Education / Training |
| Functional Area | Operations Management / Process Analysis |
| EmploymentType | Full-time |
Strategy:The objective is to handle BAU issues, assigning priority, diagnosing, resolving, and escalating where appropriate. The role Support Manager is responsible for providing high-quality technical support to customers through e-mail, phone interactions, desktop sharing with customers and by using incident tracking system. The job involves handling and resolving complex technical and functional queries, Logging, Triaging, prioritization, tracking, and routing incidents reported by users.Business:FCC OperationsProcesses:Your primary responsibility is to facilitate the restoration of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities. To drive the operations and culture where the customer and stakeholders are the first beneficiary.Key StakeholdersFCC Operations and CIOOther ResponsibilitiesSupport Change/Incident/Problem management process.Working in shift rotational basis to cover the BAUReview incident related documents and DOIWork with L2/ATOS/Infra/Vendor/upstream/downstream team to close the gaps if any.Act as the 1st level of investigation for incident and data request (WO) resolutionMaintain incident without aging and resolve as per agreed SLAApply application / domain knowledge to resolve issues when there is crisis situation.Ensure customer satisfaction through improved service and qualityTake End to End ownership of Technology incidents and Requests in order to resolve them within agreed SLA.Expected to meet or exceed key measures and objectives of your role. Ensure performance, productivity, skill and quality in line with the expectationsDevelop understanding of Scope One Technology business solution and seek out improvement opportunitiesUpholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.Adherence to the specified standards of Quality and Audit / Risk requirementsTo build relationship & network with stakeholders within & outside GTO.To facilitate the restoration and fulfilment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business prioritiesCOMPETENCIES UNIVERSAL TECHNICAL COMPETENCIES Manage ConductAdvancedManage RiskAdvancedManage PeopleCoreROLE SPECIFIC TECHNICAL COMPETENCIESCommunicationAdvancedITILCoreKnowledge of Agile / Scrum MethodologyCoreLinuxExpertAnti-Money LaunderingCoreMiddleware Technologies like IBM WAS / MQ , tomcat / weblogicCoreIncident / Change ManagementExpertDevOpsAdvancedHadoopAdvancedOracle (SQL / PLSQL)AdvancedMonitoring tool : Control-MAdvancedQUALIFICATIONS:Desired: Professional Degree with hands on experience in latest technology.Certifications : ITIL Foundation,Dev Ops / Hadoop / AWS certification will be an added advantage.Apply now to join the Bank for those with big career ambitions.,
Keyskills :
salesslacustomerrelationsdeliveryservicelevelschangemanagementbusinesssolutioncustomersatisfactionitilfoundationawsitilagilescrumhadoopechnicalsupp